Service Desk Support

Lever, Inc.; Quantico (VA); On-site; USD 70,000 - 74,000; Full time

Job summary

Spry is seeking a Sr Service Desk Support in Quantico, VA to deliver end-user IT support, manage incidents, and drive service improvements. The role requires a Top Secret clearance, a Bachelor’s degree or equivalent experience, and extensive experience in end-user support and service desk operations.

You will operate 6am–6pm ET and as needed for emergencies, using Jira/ITSM for ticketing, developing SOPs, and maintaining a comprehensive knowledge base to ensure high user satisfaction across the

Qualifications

• Minimum of a Bachelor's degree or equivalent experience (1 year of education = 1.5 years of experience).
• Top Secret security clearance required.
• Experience in end-user IT support and service desk operations.

Responsibilities

• Provide end-user tech support across issues via phone, email, and tickets.
• Maintain responsive help desk operations and handle inquiries efficiently.
• Use Jira or ITSM tools to track and resolve requests; multi-tier support.
• Develop and implement SOPs for common IT support scenarios.
• Monitor service desk performance metrics and improve service quality.
• Maintain knowledge base and self-service resources for users.
• Provide remote support to non-present users; collaborate with IT teams.
• Produce reports on incidents, trends, and user feedback for planning.

Skills

End-user support

Troubleshooting

Multi-tier support

SOP creation

Remote support

Knowledge base

Incident reporting

Service desk metrics

Education

Bachelor's degree or equivalent experience

Tools

Jira

Ivanti Neurons

Azure DevOps

Microsoft Service Manager

SharePoint

Job description

Who We’re Looking For (Position Overview):

Spry isseeking a Service Desk Support Sr to join our team in Quantico, VA. We are looking for someone with experience providing technical support to end-users, managing helpdesk operations, troubleshooting IT issues, and ensuring high levels of user satisfaction. This also includes tracking and resolving IT incidents and service requests. Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments.

What Your Day-To-Day Looks Like (Position Responsibilities):

• You will provide support to end users on a variety of issues. Identify, research, and resolve technical problems. Respond to telephone calls, email, and personnel requests for technical support. Document, track, and monitor problems to ensure a timely resolution.
• Shall establish and maintain a responsive IT support service desk to handle user inquiries, technical issues, and service requests efficiently and effectively.
• Shall utilize the ITSU ticketing system, anticipated to be Jira, to track and resolve IT support requests, ensuring timely responses and resolution of issues.
• Shall provide multi-tiered support, including Level 1, Level 2, Level 3 support services, to address a wide range of technical and scientific instrumentation issues and escalates issues appropriately.
• Shall develop and implement standard operating procedures (SOPs) for common IT support scenarios, ensuring consistent and effective handling of user issues.
• Shall monitor and analyze service desk performance metrics such as response times and user satisfaction, to continuously improve service quality.
• Shall maintain a comprehensive knowledge base and self-service portal for users, providing access to troubleshooting guides, FAQs, and other user support resources.
• Shall implement and maintain remote support tools to assist users who are not physically present, ensuring broad accessibility of IT support services.
• Shall collaborate with other IT teams to address systemic issues and improve overall IT service delivery, ensuring alignment with Laboratory objectives.
• Shall provide detailed reports on IT support activities, including incident trends, resolution times, and user feedback, to inform decision-making and strategic planning.
• Shall consolidate all existing IT service desks across the Laboratory into a single, unified service desk instance, capable of addressing both user issues and issues with scientific instrumentation.
• * Operate help desk 6am to 6pm ET and as needed to support emergency or after-hours issues

What You Need to Succeed (Minimum Requirements):

• Top Secret security clearance
• Bachelors degree or equivalent experience (1 year of education = 1.5 years of experience) Certifications in lieu of degree include but not limited to: CompTIA A+, CompTIA Network+, CompTIA Security+, Azure Fundamentals, AWS Cloud Practitioner.
• Minimum of 8 years’ experience (in absence of years of experience, certifications or past work may be used to show the level of experience needed to perform at this level).
• Familiarity with the use of software to track issues and customer interactions.
• Experience in-depth problem solving solutions.

Ideally, You Also Have (Preferred Qualifications):

• ITSU tickets are currently handled using various methods: Ivanti Neurons, Azure DevOps, Microsoft Service Manager, SharePoint, Email Distributions. In the future it will primarily be JIRA. It is preferred that you have familiarity with at least two of these ticketing methods.
• Experience with Microsoft Infrastructure, virtualization, Atlassian, and Ivanti is preferred.

$70,000 - $74,000 a year

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